Service Integration Manager - Cyber
London, LND, GB, EC2M 2AT
SMBC: A trusted partner for the long term
Here at SMBC Group, we want to help you find the next step in your career so read on to discover if this opportunity is the one for you. We like to recognise potential in our people, so we welcome your application even when your experience doesn’t perfectly align with the job description. Whilst we’ll always strive to be better, we’re proud of our inclusive culture, and encourage our applicants and colleagues to be their authentic, unique selves.
Who we are
United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.
Role Summary
The Cyber Service Integration Manager is responsible for owning and operating the first-line service-management framework for Cyber services supporting EMEA, Americas Division (inc Canada & Brazil) and APAC. This includes end-to-end service integration, international service reporting, service catalogue management, SLA and KPI governance, service-performance controls and continual improvement.
Operating within the EMEA-led SIAM integration hub, the role will coordinate Cyber teams, regional technology teams, intragroup providers and third-party suppliers to provide a consistent, controlled and evidence-based view of Cyber service performance across supported regions and entities.
Business Area
SMBC Group operates within a complex, multi-region and multi-supplier technology and Cyber delivery environment, with Cyber services supporting EMEA, Americas Division (AD) and APAC through internal teams, intragroup service providers and third-party suppliers.
The effectiveness of a Cyber service depends not only on the operation of individual controls or technologies, but also on clear end-to-end ownership, integrated support models, regional alignment, supplier coordination, service performance, operational resilience and effective escalation. Variations in regional operating models, service definitions, data, tooling and supplier responsibilities can make it difficult to establish a single view of whether a Cyber service is performing as intended.
To strengthen this capability, SMBC is implementing a Service Integration and Management (SIAM) operating model with a central service integration capability responsible for coordinating performance, governance and control across the service landscape. The Cyber Service Integration Manager will apply this model to assigned Cyber services, ensuring that operational service management complements Cyber risk and control governance.
The role will drive collaboration across Cyber, IT Service Delivery, regional technology teams and providers, creating a consolidated view of service health, dependencies, risks, issues and improvement priorities across EMEA, AD and APAC.
The anticipated salary range for this role is £80,000 - £120,000, with the final offer determined based on the candidate’s skills, experience, role scope, location, and relevant market factors. In addition to base salary, the role may be eligible for a discretionary incentive award and a competitive benefits package, including core benefits such as pension provision.
Position Description
Key Accountabilities
- End-to-end service integration accountability for assigned Cyber services supporting EMEA, AD and APAC
- Delivery of a single, evidence-based service health view across regions and providers
- Effective coordination of Cyber, technology, supplier and regional stakeholders
- Clear visibility and escalation of service performance, operational risk, resilience and dependency issues
- Delivery of sustainable continual service improvement
- Authority to challenge service performance, require corrective action and escalate where agreed outcomes are not achieved
- Clear separation and alignment between service integration accountability and Cyber risk, control and technical ownership
- End-to-End Cyber Service Integration
- Act as Service Integration owner for assigned Cyber service(s) supporting EMEA, AD and APAC
- Own the integrated view of service performance across internal teams, regions, intragroup providers and third-party suppliers
- Ensure services have clear service definitions, ownership, support boundaries, dependencies, escalation routes and reporting requirements
- Validate that service integration and operational readiness requirements are defined before new or materially changed Cyber services are accepted into live operation
- Connect Cyber service outcomes with business service requirements, operational resilience expectations and stakeholder priorities
- Support the adoption of outcome-focused and experience-based measures alongside relevant control and risk indicators
- International and Cross-Regional Integration
- Coordinate Cyber service delivery across EMEA, AD and APAC while recognising regional accountability and regulatory requirements
- Establish a consistent service view across regions without obscuring legitimate local differences
- Align regional teams on service definitions, support models, performance measures, governance inputs and escalation paths
- Identify and manage cross-region dependencies, hand-offs, gaps and conflicting priorities
- Facilitate international coordination where incidents, problems, changes, vulnerabilities or supplier issues affect more than one region
- Promote reuse of effective practices and service improvements across regions
- Cross-Supplier and Cross-Function Coordination
- Lead coordination across Cyber teams, IT Service Delivery, regional technology teams, intragroup providers and third-party suppliers
- Remove delivery silos and ensure Cyber services are managed end-to-end
- Coordinate with the relevant process owners to oversee that material incidents, recurring problems and significant changes affecting Cyber services are appropriately reflected in service reporting and improvement activity.
- Clarify operational accountabilities and ensure unresolved ownership gaps are escalated
- Assist in the coordination of recovery and improvement activity following material service disruption or recurring performance issues
Position Description Continued
- Cyber Service Performance, Risk and Resilience
- Own the consolidated service health view for assigned Cyber services
- Own and operate the first-line service-performance reporting and control process across regions and providers, covering agreed KPIs, KRIs, service levels, operational risks, issues and improvement actions.
- Track trends and use evidence to prioritise service improvements and management attention
- Ensure service risks, resilience concerns, material dependencies and performance issues are visible through the appropriate governance routes
- Work with Cyber risk and control owners to ensure operational service issues are connected to relevant risk and control processes without duplicating accountability
- Track corrective actions and benefits through to evidenced completion
- Escalate material cross-region, cross-supplier or systemic service issues
- Governance and Integrated Service Reviews
- Lead integrated service reviews for assigned Cyber services, providing a single view across EMEA, AD and APAC
- Present service performance, risk, resilience, supplier delivery, regional dependencies and improvement priorities in a clear and decision-focused format
- Represent assigned Cyber services in SIAM, service management and relevant Cyber governance forums
- Ensure actions, decisions, owners and due dates are recorded and followed through
- Challenge fragmented reporting and reconcile conflicting regional or supplier service views
- Ensure services operate in line with agreed SIAM governance standards and frameworks
- Stakeholder and Supplier Engagement
- Act as the authoritative service integration contact for assigned Cyber services
- Build effective relationships with Cyber service owners, control owners, regional technology leads, business stakeholders and suppliers
- Translate technical and operational information into a clear service narrative for senior stakeholders
- Influence teams and providers without direct authority to achieve agreed outcomes
- Maintain clear communication during material service issues, ensuring regional stakeholders receive consistent and relevant information
- Continual Improvement and Service Maturity
- Own and coordinate continual service improvement plans for assigned Cyber services
- Identify recurring service weaknesses, supplier gaps, manual dependencies and opportunities to improve resilience, efficiency and user outcomes
- Support the development of common service management standards for Cyber services across regions
- Measure whether improvement activity has delivered the intended outcome
- Contribute to the establishment and maturity of the wider SIAM integration capability
Position Description cont
- International Cyber Service Reporting, Catalogue and SLA Management
- Own and operate the monthly Cyber service reporting cycle across supported regions and entities.
- Maintain the international Cyber service catalogue and its alignment with SLAs, KPIs, service owners, recipient responsibilities and regional requirements.
- Coordinate SLA development, review, approval, renewal and change control with Cyber, Legal, third-party management and regional stakeholders.
- Establish and maintain the reportability of service KPIs, including definitions, data sources, calculations, thresholds, evidence and accountable owners.
- Operate reporting data-quality controls covering completeness, accuracy, timeliness, traceability and approval.
- Produce consolidated and entity-specific service reports containing RAG status, KPI performance, trends, incidents, problems, risks, issues, remediation actions, accomplishments and forward priorities.
- Coordinate the transition from manual reporting to automated reporting through ServiceNow, CyberDW and approved dashboard platforms.
- Maintain reporting evidence and provide service-management support for audits, regulatory reviews, MSIIs and other remediation commitments.
- Maintain the service-management repository, regional contact structure, reporting calendar, open-action tracker and controlled handover documentation.
- Own the service-management reporting process and consolidated outputs, while service owners, data owners, regional teams and providers remain accountable for the accuracy and timely submission of their source information.
- International Cyber Service Reporting, Catalogue and SLA Management
- Own and operate the monthly Cyber service reporting cycle across supported regions and entities.
- Maintain the international Cyber service catalogue and its alignment with SLAs, KPIs, service owners, recipient responsibilities and regional requirements.
- Coordinate SLA development, review, approval, renewal and change control with Cyber, Legal, third-party management and regional stakeholders.
- Establish and maintain the reportability of service KPIs, including definitions, data sources, calculations, thresholds, evidence and accountable owners.
- Operate reporting data-quality controls covering completeness, accuracy, timeliness, traceability and approval.
- Produce consolidated and entity-specific service reports containing RAG status, KPI performance, trends, incidents, problems, risks, issues, remediation actions, accomplishments and forward priorities.
- Coordinate the transition from manual reporting to automated reporting through ServiceNow, CyberDW and approved dashboard platforms.
- Maintain reporting evidence and provide service-management support for audits, regulatory reviews, MSIIs and other remediation commitments.
- Maintain the service-management repository, regional contact structure, reporting calendar, open-action tracker and controlled handover documentation.
- Own the service-management reporting process and consolidated outputs, while service owners, data owners, regional teams and providers remain accountable for the accuracy and timely submission of their source information.
Skills and Experience
Skills & Experience
Essential
- Strong experience in IT Service Management or service integration within a complex, multi-supplier environment
- Strong experience supporting Cyber or security services as managed end-to-end services
- Strong stakeholder management at senior management and executive level
- Experience leading cross-functional, cross-supplier and cross-regional governance or service review forums
- Ability to influence Cyber, technology, regional and supplier teams without direct authority
- Experience working across multiple regions, time zones and operating models
- Experience owning an international monthly service-reporting cycle.
- Strong understanding of service performance management, governance frameworks, escalation and control models
- Ability to interpret Cyber service information, operational risks and control-related issues and translate them into clear service outcomes and management actions
- Experience coordinating complex incidents, problems, dependencies and continual improvement across organisational boundaries
- Strong written and verbal communication skills, with the ability to present an integrated service narrative to technical and non-technical stakeholders
- Experience managing service catalogues and SLA lifecycle activities.
- Experience establishing KPI definitions, reportability and data-quality controls.
- Experience supporting audits, regulatory reviews and remediation commitments.
- Experience with ServiceNow
Key Behaviours and Qualifications
Qualifications
Required
- ITIL v4/5
Preferred
- SIAM Foundation
- Recognised Cyber or information security qualification, for example CISSP, CISM, CRISC or equivalent
- Experience operating within regulated financial services environments
Key Behaviours and Qualifications
Key Behaviours
Operates with end-to-end accountability and without regional, supplier or functional bias
Respects Cyber risk and control ownership while constructively challenging service performance and integration gaps
Drives outcomes through influence, evidence and challenge rather than hierarchy
Balances the need for international consistency with legitimate regional requirements
Focuses on service outcomes, resilience and control effectiveness rather than isolated operational activity
Creates structure and clarity across complex, matrixed organisational boundaries
Communicates material issues transparently and escalates proportionately
Builds a one-team culture across Cyber, IT Service Delivery, regions and suppliers
Preferred
SIAM Foundation
Recognised Cyber or information security qualification, for example CISSP, CISM, CRISC or equivalent
Experience with ServiceNow or equivalent ITSM tooling
Experience operating within regulated financial services environments
Competencies
What we offer
For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.
As an employee of SMBC you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you:
- Hybrid and flexible working
- Competitive paid leave days
- Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance
- Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services
- Access a wide range of learning and development opportunities and career progression opportunities
- Ambitious remuneration package
So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team, apply today!!
We recognise our role as a bank to support social change and welcome all applications, including those from groups often under-represented in financial services. We value the uniqueness of professional and personal, backgrounds and perspectives as they play a vital role in continuing the sustainable growth of our organisation. We’ll ensure reasonable adjustments to our recruitment process are offered due to a disability or long-term condition whenever requested.
We are committed to transparent and equitable pay practices. Compensation is determined using objective criteria, including skills, experience, and role responsibilities, and applied consistently throughout our recruitment processes. We do not request candidates' pay history and are committed to preventing unjustified pay disparities.